Frequently Asked Questions
Questions about your online order? Our customer service department is dedicated to assisting you. If you have a question regarding your order that isn’t answered here, please contact us at firstname.lastname@example.org. For questions specific to the Patience Brewster by MacKenzie-Childs collection, please refer to the Patience Brewster by MacKenzie-Childs FAQ.
How do I create an account and do I need to?
It is not necessary to create an account. You may shop as a guest. There are, however, benefits to creating an account; your contact information and order information will be securely stored, which will save you time every time you return. No credit card information is used in your personal account information. To create an account or log in, click “my account.”
Will I receive an order confirmation?
Yes, within 24 hours. If you don’t receive email confirmation, please email us at email@example.com. Please provide us with your name and the date that the order was placed.
Can I change my order after submitting it online?
If the order has not been processed, it may be possible to cancel it. If it has already been processed by the time you contact us, it may be too late to cancel. Contact firstname.lastname@example.org to get in touch with a customer service representative. We offer a satisfaction guarantee, so you can return anything you purchase within 30 days.
If an item I purchased is not available, will I be notified?
If an item is on backorder, this will be specified on both the product’s page and in your order confirmation email. If the backordered item is part of a larger order, you will not be charged for that item until it is sent. If a backordered item becomes unavailable and must be canceled, a customer service representative will notify you.
Why was I charged sales tax?
Due to our corporate presence and/or corporate activities, we must charge state sales tax in a number of states. See the full list here. The tax charged includes all state and local sales taxes that apply and is based on the product subtotal plus shipping.
Can I track the delivery of my online order?
Please reference the shipping confirmation email you will receive when your order ships to find the tracking number for your package.
How will my order be billed?
Customers are authorized for the full amount of an order, including tax and shipping if applicable, at the time the order is placed. Payment is not collected until item(s) are shipped—an authorization is a temporary hold, not a charge. If an order is partially shipped, we charge for the amount shipped and take an authorization for the remaining balance due. We authorize credit cards every eight business days until merchandise ships on the order. Once the order is billed in full, the authorizations will no longer be pending on your card. The amount of time it takes for the authorizations to be dropped depends on your financial institution, but you would typically see this happen within 3-5 business days.
What are your policies regarding coupons and discounts?
- Coupons may only be used once and are not transferable.
- Coupons of different types may be used at the same time (such as 10% off order discount and free freight shipping or gift with purchase), but coupons of the same type cannot be combined (using a 10% off gift registry completion coupon and a 10% off trulyMC loyalty program birthday discount coupon will not combine into a 20% discount).
- Discounts do not apply to tax or shipping, or purchases of gift cards.
- Discounts and coupons also cannot be used at special events including, but not limited to, the Barn Sale, Sample Sale or Warehouse Sale; nor in other locations that carry MacKenzie-Childs products such as Neiman Marcus, Williams-Sonoma, Saks Fifth Avenue, Evine or independent gift shops.
Questions about our trulyMC loyalty + rewards program? See the trulyMC frequently asked questions page.